Are you ready to take your IT career to the next level? Wanstor, an award-winning IT solutions company, is looking for a Service Desk Team Leader to drive our service excellence and lead an energetic, customer-focused team in our Not for Profit sector. In this pivotal role, you’ll not only ensure that incidents and requests are resolved smoothly, but you’ll also be the driving force behind team performance, customer satisfaction, and continuous improvement. This isn’t just another management job—it’s your chance to lead, inspire, and make a real impact while developing your leadership skills in a dynamic and supportive environment. Core Responsibilities People Management Customer escalations Engineer escalations Regular Responsibilities Day-to-day management of the Service Desk function for a subset of customers Drive the meeting of customer SLAs and an exceptional customer service Ensure tickets are logged accurately and call queues are managed efficiently Discover and diagnose customer issues effectively Undertake a weekly review of team call queues Lead and attend weekly Service Desk meetings to highlight performance, introduce staff to new clients/services, or other BAU activities Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews Ensure all staff have appropriate training and implement personal development plans to meet future requirements Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security, and Knowledge-base practices Own the escalation of incidents (P1s & P2s) whilst expediting issues to the relevant teams Personally follow up on major issues, and ensure an appropriate communication plan is in place. Depending on the nature of the incident this includes but isn’t limited to: Customers Account Managers Primary Engineers Senior Wanstor Management KPIs A reduction in the number of interactions per ticket (Customer & Technician) Increase Knowledge base participation across all teams SLA Improvement: Reduce the average ticket turnaround time by increasing both Resolution and Response SLAs About You Required Skills and Experience IT support experience at a 2nd line level Knowledge of ITIL, incident, problem, and change management. Experience taking responsibility and ownership of stakeholders and projects Key Competencies A desire to provide excellent, proactive, customer service Well organised, able to multitask and work autonomously Positive, ability to energise and motivate the team. Creative problem solver Confident, proactive communicator, able to navigate difficult conversations Exceptional written and verbal communication Professional, leads by example Calm under pressure Our Benefits Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you: 24 days annual leave, rising by 1 day each year to a maximum of 28 days Bank Holidays We have regular lunch and learns from staff and external speakers We offer everyone 5 days a year to learn something new We provide 2 days to volunteer We are a friendly team and have several team events throughout the year organised by our social team We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace About Wanstor Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response. We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support. We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.